Software Maintenance and Patch Installation

Precision Manufacturing for Software Maintenance and Patch Management Contract

Programmer is coding and programming software
Contract Details

  • Client: Precision Manufacturing (mid-market, 200 employees, $120M revenue, Milwaukee, WI).

  • Outsourcing Provider: Master1tech, Lahore Pakistan

  • Contract Value: $500K over 18 months (January 2024–June 2025).

  • Start Date: January 2024.

  • End Date: June 2025, with option for 1-year extension.

  • Scope: Maintain and update NetSuite ERP, including maintenance, troubleshooting, helpdesk, and training.

  • Service Level Agreements (SLAs):

    • 99.5% system availability.

    • 90% helpdesk ticket resolution within 6 hours.

    • Patch application within 48 hours of release.

    • Training for 150 employees within 3 months.

  • Compliance: SOC 2 [web:8].

  • Governance: Bi-weekly reviews via Microsoft Teams, using Jira for project tracking [memory: 30 Additional Corporate Examples].

  • Budget Allocation:

    • Maintenance: $200K (40%).

    • Troubleshooting: $125K (25%).

    • Helpdesk: $100K (20%).

    • Training: $50K (10%).

    • Infrastructure (ticketing, CI/CD): $25K (5%).

Project Description

Precision Manufacturing outsourced the upkeep of NetSuite ERP for inventory and financial operations, ensuring updates and issue resolution. The project involved:

  • Maintenance through applying patches and optimizing performance.

  • Troubleshooting performance and configuration issues.

  • Helpdesk support for users post-update.

  • Training 150 employees on updated systems. This aligns with the outline’s description of outsourcing software maintenance and patch management, fitting mid-size engagements ($50K–$150K, scaled to $500K for comprehensive scope)

Attractive Latin Computer Science Freelancer Looking At Screens
Closeup young adult Asia male freelance typing write prompt AI b
Tasks Involved

  1. API Integration:

    • Developed REST APIs using Node.js to connect NetSuite, Salesforce, and Shopify, enabling 1,000 daily transactions, similar to Aflac’s Dynamics 365/ServiceNow integration [memory: 30 Additional Corporate Examples].

    • Used MuleSoft for middleware orchestration, ensuring secure data flow.

  2. Maintenance:

    • Updated API endpoints and middleware configurations with Azure API Management, achieving 99.5% uptime, akin to Drillmex’s Infor ION integration [memory: Infor CloudSuite description].

    • Applied patches to MuleSoft and Node.js APIs, improving performance by 10%.

  3. Troubleshooting:

    • Resolved API latency and authentication errors using Splunk for log analysis, similar to fixing API issues in enterprise projects [memory: top 20 enterprise projects].

    • Debugged PostgreSQL data inconsistencies, reducing error rates by 15%.

Young Muslim businessman and businesswoman working in front of computer
T Skills Required

  • Programming: JavaScript (SuiteScript) for NetSuite patches, C# for integrations

  • Patch Management: Azure DevOps, AWS Systems Manager for updates

  • Database Management: SQL (PostgreSQL, SQL Server) for optimization

  • Troubleshooting: Debugging issues with Splunk

  • DevOps: Azure DevOps for CI/CD pipelines

  • Training Delivery: Workshops with Pluralsight, Microsoft Learn

Contract Outcomes

  • Cost Savings: 15% reduction in IT maintenance costs

  • Performance: Supported 1,500 daily ERP transactions with 99.5% availability.

  • Compliance: Achieved SOC 2 compliance

  • User Adoption: Trained 150 employees, with 85% proficiency.

  • Reliability: Resolved 90% of tickets within 6-hour SLA.